The Web Design Company Blog

I was recently hopping all over the net when I encountered yet another great addition to Twitter. This time it comes in the form of a CRM system. The design is an enhancement of Salesforce.com's Service Cloud application, which allows the monitoring and tracking of user information partaining to their products on social media sites such as Facebook and Twitter.

In plain English, if you are a company and sell certain products; the new application will allow you to monitor conversation about your products that users are engaged in, and even allow you to engage in it if you so wish. With that kind of power, you can easily respond to any complaints or find out information on what makes your product good or bad, and therefore make it better and increase customer satisfaction.

Looking at it from a purely business point of view, this new addition to your existing CRM system is a must if you really plan to go above and beyond to please your customers. If you are an E-Commerce site, you will definitely know how difficult it is to get real-world accurate feedback from your customers partaining to your product, and through Salesforce's new Twitter intergration you will be able to extract that feedback. Going even further, I'm sure one can see the great potential for marketing an existing product or releasing a new product with lowered risk of "failure-to-launch".

From the "peanut-gallery" (me), I can't say I disapprove. It is a great opportunity, especially for new E-Commerce sites to get that necessary improvement information. The only possible fault I can see is that (like similar applications) this one probes and eavesdrops on conversations. I'm a big fan of my privacy online, and when it comes to praising or complaining about a product, I tend to report straight to the source. Yet, if you do not mind the product's supplier leeching information off your chats or even engaging your conversation, then all is well.

Unfortunately for business, Salesforce's Twitter intergration application is not yet fully completed; but don't worry, it's right around the corner so start budgeting for something that could potentialy put you up there with the best.

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